The Software Corner
The Software Corner is a periodic feature of the O+F Advisor and is a round-up of the new and noteworthy from software industry guru Ernie Schell.
CRM
Making Persona-Based Marketing Work in B-to-B
Persona-based marketing is part Hollywood characterization and part business analytics. It involves constructing a fictional customer
MSpoke Puts Consumers behind the Wheel
You can debate the existence of an
E-commerce systems update
When it comes to managing e-commerce, multichannel merchants have a wide variety of solutions to choose from. Options range from stand-alone e-commerce
Radiator.com Boiling over Bum Clicks
The current click fraud wrangles have given industry-wide prominence to a handful of small search marketers unaccustomed to the spotlight: Lane
Hey, B-to-B Marketers: Online Chat Isn’t Just for B-to-C Anymore
Business-to-business marketers are realizing the benefits of online chat functionality. By integrating chat into their marketing programs, b-to-b companies can improve the chances of converting their best prospects into qualified sales leads. Real-time chat lets organizations sell to people who are ready to buy, accelerating the entire selling process. And instead of cold-calling lists, sales teams can focus valuable time and effort on people exhibiting actual buying behavior.
Here are five easy steps for maximizing the value of chat.
Identifying the Gaps in Call Agent Training
So what exactly do new employees need to learn about the call center? We asked agents and supervisors alike what the missing pieces were and below is their
Gaps across the channels
My recent shopping trip to apparel merchant The Gap reinforced just how far we have to go in terms of fully realizing multichannel customer benefits at
2006 Benchmark Report Contact Center
Despite the importance of keeping customers happy, merchants still have a way to go when it comes to improving service levels. According to Multichannel